Molly Fitzpatrick Email & Phone Number

• Jointly launched and lead 501(c) nonprofit funding education for marginalized girls in Kenya's Maasai communities.
• Built financing and fundraising network, including partnerships that has raised ~$1M endowment
• Financed high school / college / vocational scholarships for 300+ at-risk young women

Palo Alto, California, US

• Retained through acquisition and widespread layoffs and quickly promoted to integrate and lead combined analytics / reporting operations for $1B division. Developed virtual analytics team of data engineers, systems.
• Acclaimed for successful CS post-acquisition integration – successfully engaged diverse stakeholders to deliver integration 22% ahead of schedule with 100% customer retention
• Led GTM Analytics teams in advanced analytics, uncovering trends that drove 90+% GRR and 110% NRR through targeted cross-sell and upsell cohorts
• Spearheaded development of BI dashboards / analytics that enabled 1st real-time visibility into post-acquisition SaaS product adoption and business risks across enterprise and commercial models

Palo Alto, California, US

• Promoted during acquisition to report to Global VP for VMware’s $900M Tanzu division. Developed / executed roadmap that defined plans and SOPs; partnered with Sales Ops to realign quotas, forecast, pipeline, and.
• Led Gainsight implementation – integrated 9 Salesforce.com sources and achieved 100% adoption across worldwide CS team of 100 handling 3000+ accounts (high/mid/low touch)
• Took VMware Tanzu NPS from -4 to 80 by launching market research (20,000+ quarterly customer surveys) – led immediate action on customer experience data

Palo Alto, California, US

• Promoted during acquisition to report to Global VP for VMware’s $900M Tanzu division. Developed / executed roadmap that defined plans and SOPs; partnered with Sales Ops to realign quotas, forecast, pipeline, and.
• Led Gainsight implementation – integrated 9 Salesforce.com sources and achieved 100% adoption across worldwide CS team of 100 handling 3000+ accounts (high/mid/low touch)
• Took VMware Tanzu NPS from -4 to 80 by launching market research (20,000+ quarterly customer surveys) – led immediate action on customer experience data

San Francisco, California, US

• Transformed customer operations for $100M pre-IPO cloud platform – customer analytics, customer-health scoring models (to identify at-risk accounts earlier), segmentation (ARR, usage, engagement).
• Slashed customer operations costs 30+% despite growing team from 5 to 60+, by introducing scalable / automated processes, tools, and standard processes
• Teamed with field leaders on improvement plans – transformed account services from manual to scalable with automated touchpoints, identifying issues early
• Integrated disparate data sources to capture 1st product adoption data in company history
• Established 1st Customer Success program – learning paths, best practices, playbooks, tools

Boulder, Colorado, US

• Established end-to-end operational processes for venture-backed software / data bootcamp network. Built systems and compliance processes for 5 departments.Accomplishments:
• Built scalable processes – enabled growth from one room to 9 campuses / 3000 students per year
• Implemented and synchronized ATS, CRM and LMS systems to manage student lifecycle
• Transformed finance partner relations – reduced tuition payment default to <2%

Kileleshwa, Nairobi, KE

Advised Country Director and external partners on launch of East Africa operations of this Omidyar-funded social enterprise. Hired initial staff and opened Nairobi office from inception.

Nairobi, Nairobi County, KE

Recruited by Zuckerberg-Gates joint venture. Designed hyper-growth recruitment and training system. Used technology to transform public education systems at speed and scale. Enabled hiring of 2000+ educators and principals in 12 months and expanded operations from 5 to 500 schools across Kenya.

Zurich, Zurich, CH

Based in Shanghai HQ, designed systems that recruited 1000+ international staff (China, Russia, Indonesia) for world's largest privately held international education company.

Master Of Business Administration (M.B.A.), General Management

Bachelor Of Arts Degree